Why mobile customers are being asked for evidence
Australia's competition watchdog has invited consumers, small businesses and community organisations to describe what works and what fails in mobile services. In its October 15 announcement, the Australian Competition and Consumer Commission said that coverage gaps, service quality, prices and limited choice are central concerns, particularly in regional and remote areas. A person who can make calls in town but loses reception on a commute or at a property may have useful evidence. So might a business that depends on mobile payments, delivery tracking or emergency contact. The consultation is about the lived experience of connectivity, not a referendum on one specific operator.
Two deadlines, not one
The ACCC has set two separate consultation routes. Formal submissions responding to its discussion paper are due by 5pm on November 26, 2026. Consumers using the survey in the ACCC Consultation Hub have until 5pm on December 10, 2026. The survey is designed for practical experiences, including network coverage, service quality, the reasons people switch providers and the availability of genuine choice. Businesses and organisations can also review the discussion paper to decide whether a fuller submission is appropriate. The regulator's official Mobile Services Inquiry page contains the survey and submission instructions; there is no need to provide private account passwords in a consultation.
What is domestic roaming, and why does it matter?
Domestic roaming would let customers of one network use another network's infrastructure in certain areas under a defined access arrangement. A separate possibility, radio access network access, would let another provider use an operator's radio equipment to connect devices. These are wholesale network arrangements, not ordinary features that a consumer can enable in phone settings today. Their potential relevance is clear in areas where several brands sell plans but only one physical network provides useful coverage. However, any impact on retail prices, reliability, investment or competition depends on the eventual regulatory design and industry response.
Has the ACCC decided to force networks to share?
No. The regulator explicitly says it has not formed a view on whether either wholesale service should be declared. Its inquiry, which began in August, is gathering evidence before a decision. That distinction matters because headlines about 'compulsory roaming' can suggest that a phone will immediately gain coverage on every nearby tower. No such automatic change has been announced. A declaration would also raise detailed implementation questions about which areas, access prices, technical arrangements and operators are covered. Consumers should evaluate their existing service based on today's actual coverage while the inquiry progresses.
What evidence makes a useful survey response?
Give precise examples rather than merely rating a network good or bad. Explain the suburb or regional route where the problem occurs, whether it is indoors or outdoors, the approximate time, how regularly the problem happens, and whether voice calls, messaging or data are affected. If you have compared plans or providers, describe what changed and what did not. For small businesses, explain practical impacts such as an interrupted EFTPOS terminal, missed customer calls or inability to use digital bookings. Avoid disclosing an account number, identifying a vulnerable person or uploading sensitive material where it is not needed. The ACCC wants experience, not an invented technical measurement.
How should Australians choose a plan while waiting?
The consultation will not solve a current coverage problem overnight. Before switching, check the provider's published coverage information for places that matter to you and ask about limitations in buildings, on highways or in remote areas. Compare the underlying network as well as the retail brand, data allowance, speed limits, roaming exclusions and total monthly price. Trial periods or appropriate return rights may make a service easier to test. Keep a factual record of unresolved faults and use the provider's complaint process before considering further dispute channels. The ACCC inquiry is a chance to influence future competition rules, while day-to-day service choices still require direct checking.